Operator Workspace
The operator workspace is the main dashboard for support, sales, and operations teams. It combines live conversations, visitor presence, contact history, tickets, internal collaboration, broadcasts, analytics, and workspace settings.
Inbox
What it does: gives each operator a queue of items that need attention.
When to use it: use Inbox for unread mentions, assigned follow-ups, internal collaboration, and future workflow or ticket notifications.
How it works: inbox items are linked to entities such as conversations, contacts, knowledge articles, workflows, broadcasts, and tickets. Operators can filter all, unread, and archived items, then open the related entity.
Where to configure it: open Inbox from the main navigation. Mentions are created from comments on supported entities.
Related modules: Comments, Conversations, Contacts, Knowledge Base, Tickets, Workflows, Broadcasts.
Conversations
What it does: centralizes all customer messages.
When to use it: use Conversations for live chat, channel replies, conversation assignment, customer handoff, and issue resolution.
How it works: conversations have statuses: open, snoozed, and closed. Operators can assign a conversation, move it to a department, attach files, link tickets, add private comments, and view customer details in the sidebar. Snoozed conversations reopen automatically when the snooze time expires.
Where to configure it: open Conversations from the main navigation. Configure related behavior in Settings.
Related modules: Widget, Channels, Contacts, Visitors, Tickets, Files, Ratings, Departments, Comments.
Visitors
What it does: shows who is online right now.
When to use it: use Visitors for proactive support and to see active pages before a customer starts a chat.
How it works: anonymous visitors are tracked by a browser visitor ID. Known contacts are tracked by contact ID. Presence updates are sent through WebSocket and expire automatically if the widget stops refreshing.
Where to configure it: open Visitors from the main navigation. The widget must be installed on the site.
Related modules: Widget, Contacts, Conversations, Realtime.
Contacts
What it does: stores the customer record.
When to use it: use Contacts to review previous conversations, page visits, tickets, and profile fields before replying.
How it works: contacts are created from widget sessions, public API calls, channel messages, or operator actions. A contact can include external ID, name, email, phone, and custom metadata.
Where to configure it: open Contacts from the main navigation or use the contact sidebar inside a conversation.
Related modules: Conversations, Visitors, Tickets, Public API, Widget.
Tickets
What it does: organizes customer work on boards.
When to use it: use Tickets when the work should survive beyond a chat conversation or needs a status board.
How it works: tickets belong to boards and columns. Operators can drag tickets between columns, set type and priority, link conversations, merge duplicates, and expose public ticket status to the customer when the ticket is visible in the widget.
Where to configure it: open Tickets from the main navigation.
Related modules: Conversations, Contacts, Widget, Comments, Workflows.
Broadcasts
What it does: sends announcements through the widget.
When to use it: use Broadcasts for launch notices, outages, campaigns, or any message that should reach many visitors.
How it works: a broadcast can be a banner or a chat message. It has an audience, display frequency, status, and analytics. Active broadcasts are loaded by the widget and can also be pushed in realtime.
Where to configure it: open Broadcasts from the main navigation. Owners and admins can grant broadcast permissions to users.
Related modules: Widget, Analytics, Realtime, User Permissions.
Analytics
What it does: reports workspace activity and quality signals.
When to use it: use Analytics to monitor conversation volume, contact growth, operator activity, rating trends, and broadcast performance.
How it works: analytics queries summarize data from conversations, contacts, ratings, broadcasts, and operators. Filters let teams compare by workspace or operator where supported.
Where to configure it: open Analytics from the main navigation.
Related modules: Conversations, Contacts, Ratings, Broadcasts, Public API.